Avaya

DECEMBER 1, 2016

While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated. Whereas item and price have been the primary drivers of purchasing decisions, the customer experience is increasingly the new battleground.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. What makes customer experience difficult?

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Whether it is a flight or a break, people want a relaxing, stress-free experience, from researching destinations, booking their trip to going on the holiday itself. Published on: April 18, 2018.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

NICE inContact

NOVEMBER 11, 2019

How is omnichannel customer service different from (or: better than?) multichannel customer service? Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the […] Here’s the basics on what’s what between “multi” and “omni” – and why you should care.

Multichannel 48

Multichannel Benchmark Customer Service Customer Experience 48

COPC

OCTOBER 31, 2022

Download the COPC Customer Experience (CX) Standard for VMOs. The COPC CX Standard for VMOs is appropriate for any customer experience operation provided through a third-party vendor, including assisted and unassisted channels. Multichannel CX Program Management. The Standard is available free of charge.

Management 79

Management outsourcing Government Multichannel 79

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Think of the most basic transactions – the ones you remember most are those where you either had an extremely positive or negative emotional experience. Published on: March 16, 2016. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? This means that creating a superior customer experience and making it as easy as possible for consumers to do business with you are vital differentiators for all telecoms service providers.

Customer Experience 49

Customer Experience Best practices Multichannel Chatbots 49

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Average handle time and response time vary by channel, so it’s critical to benchmark and track by channel. The benchmark for this metric is typically 85-90% occupancy across all multichannel agents.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. On the other side of the coin, customers are becoming more demanding and insisting on a superior, hassle-free experience.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

Eptica

SEPTEMBER 21, 2016

Make it easy to have a conversation What customers want is a seamless, pleasant customer experience when interacting with insurers – whether that is a conversation at renewal time or if they need to make a claim. So existing insurers need to benchmark themselves against these new competitors if they want to thrive.

Multichannel 60

Multichannel Transportation Benchmark Self service 60

COPC

SEPTEMBER 25, 2018

The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer Response Summit, which took place September 11-12 in Marina del Rey, California. Perception of Interactive Care (e.g.,

Multichannel 40

Multichannel Benchmark Surveys Customer Experience 40

COPC

MAY 23, 2016

CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience. These events featured conversations among top brands about managing the customer experience. recently presented at the 2016 CXMB Workshops in San Diego and Toronto, organized by Execs In The Know.

Surveys 40

Surveys Multichannel Benchmark Customer Experience 40

Eptica

JANUARY 12, 2017

Four lessons from the Forrester CX Index Forrester’s 2016 US Customer Experience Index provided an in-depth update on the state of CX across multiple sectors. Based on analysis of the research we see four key trends for CX and customer service professionals to focus on moving into 2017. How can this disconnect be overcome?

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

COPC

MAY 31, 2022

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 has launched its Global Benchmarking Series (GBS). They also merit increasing employee engagement initiatives.

Best practices 52

Best practices outsourcing Consulting Consulting 52

COPC

DECEMBER 1, 2016

Learn about the Customer Experience in Travel and Hospitality. This survey program is an extension of the Customer Experience Management Benchmark (CXMB) Series. and Execs In The Know have teamed up to produce CXMB Industry Insights, a new line of industry-focused consumer research reports. Register Now!

Multichannel 40

Multichannel Benchmark Surveys Customer Care 40

COPC

JANUARY 6, 2017

have published an executive summary of the survey results for the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB survey focused on where brands stand as they transition from multichannel to omnichannel support for their customers. Execs In The Know and COPC Inc.

Surveys 40

Surveys Multichannel Benchmark Customer Experience 40

Netomi

DECEMBER 7, 2022

As the world barrels towards digital-first, Frontier Airlines announced its decision to drop its customer service line. This changes the customer experience dramatically, steering them only towards digital channels such as social media and web chat. This is what the modern customer expects all the time. On all channels.

Airlines 52

Airlines Customer Service Chatbots Multichannel 52

COPC

AUGUST 18, 2016

New Questions, New Trends in the Customer Experience. The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new content in 2016. This year’s Consumer Edition report features two new sections: The Millennial Consumer and The Alternative Channel Customer Journey.

Multichannel 40

Multichannel Benchmark Surveys Customer Care 40

Eptica

JULY 22, 2020

Consequently, they have an unrivalled amount of experience of where there might be gaps and how processes can be improved. Which channels can customers contact your business on? We live in a multichannel world and consumers want the ability to make contact on an expanding range of channels. Share this page on: Tweet.

Customer Service 71

Customer Service Self service Multichannel Best practices 71

COPC

JANUARY 21, 2016

This 46-point difference proves the huge disconnect that companies are facing today in successfully managing the customer experience. It also shows the distance that companies need to travel to create a customer experience that is effortless and memorable.

Multichannel 40

Multichannel Surveys Benchmark Customer Experience 40

Eptica

JANUARY 22, 2016

This overall downward shift is echoed by the 2015 Eptica Retail Holiday Customer Experience Study. This polled 1,000 US and 1,000 British consumers on Cyber Monday about their experience of online customer service during the holiday shopping season. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Benchmark Contact Center 49

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Author: Steve Nattress There are multiple factors that feed into the customer experience. Published on: December 16, 2016. For example, people want answer fast answers – in the U.S. Share this page on: Tweet.

Multichannel 49

Multichannel Metrics Benchmark Contact Center 49

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

COPC

APRIL 6, 2018

This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. But by attempting to apply traditional call center metrics, the things being measured aren’t necessarily what matters most to customers.

Metrics 40

Metrics Schedule adherence Multichannel Benchmark 40

Global Response

APRIL 17, 2023

And with 68 million US residents speaking another language besides English at home, multilingual support isn’t just an added bonus for the customer experience. Multilingual support can also improve your customer service overall, by improving conversion rates, lowering call attrition, and so on. Ready to perfect your CX?

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

aircall

FEBRUARY 2, 2018

Your support team has added 5 new agents in the last month, and the website is experiencing traffic like never before, but customer service is not a deductive science. You have to ask questions to know if you’re hitting benchmarks or coming up short. Typeform makes collecting user feedback intuitive and attractive.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

COPC

JUNE 20, 2019

undertook an extensive global research project (Customer Experience Management Benchmark (CXMB) Series) in 2018 and found that of the 650 respondents interviewed, 57% of users were able to resolve their issue using an unassisted channel. But is it as simple as that? Our Research.

Chatbots 40

Chatbots Multichannel Self service Benchmark 40

Eptica

NOVEMBER 16, 2017

I use it all the time as one of my benchmarks of where the industry is really at as opposed to the type of research that simply asks what customers expect and what brands intend to provide which easily lull us into a false sense of progress. Again we should be asking why this happens as the customer service industry.

Benchmark 55

Benchmark Multichannel Best practices Government 55

COPC

OCTOBER 25, 2017

Chief among them are Benchmarking , Industry Consumer Research , Customer Surveys and Focus Groups. In general, the first two — benchmarking and consumer research — are great ways to establish a basic direction and set of operating assumptions. Benchmarking. Customer Surveys. Consumer Research. Focus Groups.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 40

COPC

AUGUST 23, 2021

Now more than ever, consumers are embarking on multichannel journeys to resolve a single customer care issue. Click here to learn how to transform the customer experience through purposeful multichannel journeys. The post Creating Purposeful Multichannel Service Journeys appeared first on COPC Inc.

Multichannel 52

Multichannel Benchmark Customer Care Customer Experience 52

COPC

APRIL 14, 2016

at customer experience events throughout the world. Judi is providing an in-depth exploration of the findings from the 2015 Customer Experience Management Benchmark (CXMB) Survey — a joint venture between COPC Inc. This global events calendar provides you an overview of where you can find COPC Inc.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40

COPC

APRIL 13, 2022

Part of excellent customer experience management involves effective channel strategy. Planning an Effective Customer Service Channel Strategy. A channel strategy is an organization’s plan for reaching customers with its products or services. tech support, customer service, providing information, etc.).

Self service 52

Self service Benchmark Contact Center Technology 52

COPC

JUNE 11, 2019

Artificial intelligence (AI), which has become a trend in customer experience operations, was the theme of the Shanghai seminar. Therefore, a lot of enterprises have started to apply AI in their customer service centers. With the development of AI, more and more transactions will be handled via unassisted channels.

Finance 40

Finance Benchmark outsourcing Chatbots 40

NobelBiz

FEBRUARY 7, 2022

And we will also discuss 10 tactics to improve Customer Experience through IVR messaging. Why does IVR messaging enhance customer experience? Contact Center Customer Experience always starts with how a customer feels before knowing how a particular technology works.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

COPC

FEBRUARY 8, 2018

The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston , hosted by Execs In The Know. In addition to the report’s release, COPC Inc.

Benchmark 40

Benchmark Customer Experience Management Multichannel 40

COPC

NOVEMBER 3, 2016

and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. and Execs In The Know publish the CXMB Series, a two-part survey of the customer experience.

Customer Care 40

Customer Care Surveys Benchmark Customer Experience 40